Noel Negron

About Noel Negron

Customer Support Manager with 10+ years of experience leading SaaS support teams across North America and global BPOs, supporting high-volume customer environments. Proven track record of SLA compliance, CSAT performance, process optimization, and cross-functional collaboration in fast-growing organizations.

Experience

1. Customer Support Manager North America

   Medius

   Jan 2023 — Present · New York, NY, US

   Previously Technical Support Specialist Lead for Medius Group North America• Lead SaaS customer support operations for a team of 5 support technicians handling approximately tickets annually, ensuring SLA compliance across North America and BPO support teams.• Drive team performance through structured performance reviews, ongoing coaching and mentoring, targeted training programs, and strategic resource scheduling to support technician onboarding, coverage, and growth.• Partner with global management to develop and document SOPs and cross-functional communication workflows, improving operational consistency across regions.• Maintain 99% SLA compliance and 90% CSAT year over year by embedding a customer-centric mindset into team culture and daily operations.

Education

• The City College of New York

  Bachelor's degree, Psychology / Photography

  1997 — 2002

Skills

• Windows 7
• Microsoft Dynamics
• Html
• Windows Server
• Troubleshooting
• Microsoft Office
• Sales
• Networking
• Microsoft Exchange
• Operating Systems
• IT Management
• Workstations
• Dhcp
• Laptops
• IT Operations
• Retail Pro
• Microsoft Dynamics Ax
• Routers
• Desktop Administration
• Vendor Management
• Microsoft Dynamics Nav
• Project Management
• Inventory Management
• Tcp/Ip
• Retail
• Antivirus
• Computer Security
• Server Administration
• Management
• Technical Support
• Computer Hardware
• Help Desk Support
• Customer Service
• Lan-Wan
• Ls Retail
• Network Security
• Wireless Networking
• Microsoft Technologies
• Leadership
• System Deployment